Carlo Spiga

Founded and scaled a fitness & wellness center under the Fit and Go franchise model, overseeing all operational, commercial, and financial activities from launch phase to daily execution.

Within the first year of operations, successfully built a profitable business generating over €50,000 in net profit, through a combination of operational optimization, performance management, customer acquisition strategies, and cost control.

Key responsibilities and achievements included:

Full P&L ownership and business performance management

Design and optimization of operational processes and staff scheduling

KPI monitoring and data-driven decision making

Development of local marketing and lead generation strategies

Customer retention and service quality improvement

Recruitment, coordination, and performance management of the team

Implementation of efficiency initiatives to maximize profitability and resource utilization

This experience strengthened my entrepreneurial mindset and reinforced my expertise in operations management, process improvement, execution, and business growth in a fast-paced service environment.

Senior Operations Manager with extensive experience leading large-scale customer service operations, virtual teams, and cross-functional transformation projects within Amazon

. Proven track record in operational excellence, process optimization, people leadership, and execution in complex international environments.

Key achievements include:

Launching and scaling three Virtual Customer Service sites in Italy, Romania, and Mauritius, managing operational setup, workforce readiness, and stakeholder coordination across multiple functions and geographies.

Designing HR policies and operational frameworks to regulate both onsite and remote work models, ensuring consistency, compliance, and employee experience across distributed teams.

Introducing new administrative support roles to streamline coaching processes and improve operational efficiency for frontline supervisors and team managers.

Designing logistics processes for IT equipment distribution to remote employees across Europe and Africa, enabling scalable and reliable remote operations.

Developing Diversity & Inclusion plans for two customer service sites, focused on promoting equity, fairness, and bias reduction within hiring and people management practices.

Serving as EU Customer Service Prime Day Captain in 2019, coordinating readiness activities for one of Amazon’s largest global events by partnering with technical, planning, workflow, marketing, PR, sales, and content teams worldwide.

Certified Amazon Bar Raiser since 2018, having led more than 200 interview loops globally across multiple business lines and mentored six developing Bar Raisers through their certification journey.

Hands-on and execution-oriented leader, combining strong analytical skills with the ability to build scalable operational structures, develop high-performing teams, and drive measurable business impact.

Customer Service Manager at Amazon, eading teams of 20 to 40 customer service associates and escalation specialists within the Amazon.it contact center, supporting Retail, B2B, and Digital Products customers.

Responsible for driving team performance across key operational metrics, ensuring the achievement of quality, productivity, customer experience, and compliance targets in a fast-paced, high-volume environment. Managed daily operations, coaching activities, performance reviews, and escalation handling, while fostering a culture of accountability, continuous improvement, and customer obsession.

Key responsibilities included:

Leading and developing frontline agents and escalation specialists through coaching, mentoring, and performance management

Monitoring KPIs and operational performance to consistently meet or exceed yearly business targets

Managing complex customer escalations and supporting resolution of high-impact issues

Ensuring compliance with operational procedures, quality standards, and company policies

Collaborating cross-functionally with operations, workflow, quality, and training teams to improve service delivery and operational efficiency

Supporting employee engagement initiatives and contributing to talent development within the organization

This role strengthened my leadership, stakeholder management, problem-solving, and operational execution skills in one of the world’s most customer-centric organizations.